Managed Server Hosting Services

Many of the Cloud Hosting, Dedicated Server, and Colocation services that EarthLink Cloud offers are available either as unmanaged or managed. Our Bronze level of management is what’s automatically included in your server plans. The next 3 levels of managed services take a greater and greater burden off your IT team in running and supporting your servers and operating system, and offer increasing levels of security and reliability. Let our certified server engineers manage your hardware, OS and IT infrastructure, so you can reduce costs and focus on optimizing your core business.

Network Support:  All Datacenter networking infrastructure is fully redundant.  Network traffic is monitored in our datacenter 24/7 to ensure 100% uptime of network connectivity, and to detect any issues such as traffic spikes, latency issues, speed issues, etc.  Network support does not include firewall management or support.
Power Support: With multiple active utility feeds, and fully redundant UPS and power generation, we provide you with 100% uptime of power to your physical /virtual environment.
Hardware Support: Routine hardware maintenance, the addition of hardware components, and hardware break/fix support.  This includes, but is not limited to the replacement and or addition of, memory, hard drives, power supplies, peripherals, network cards, etc.
Server Reboot: Soft or hard reboots can be performed per customer’s request.  For Bronze level, additional reboots are possible at $25 per request.  Dedicated KVM devices are available at an additional cost.
24/7 Emergency Support: Support techs are available 24/7 to address critical issues causing interruption in service.  Support of the following components is included:  Network, power, hardware, and operating system.  Additional support for applications and services are part of a custom agreement.
Basic Monitoring (Ping): Monitoring of end point devices, via up/down connectivity check (ping).  Upon three failed pings within a 3 minute period, a technician will investigate the issue, and then work to resolution, contacting the client when involvement is required.
Advanced Monitoring:

• Disk, CPU, and memory monitoring – Upon a down state or a predetermined threshold, a tech will investigate the issues, then work to resolution, contacting the client when involvement is required.
• Content Monitoring where applicable – Monitor up to five web pages for a valid http response and specific content string.
• Service monitoring – Monitor the up time of specified OS services.
• Port Monitoring – Monitor the response from customer specified ports (http, https, smtp, etc).

OS Installation: Includes OS installation and basic setup of roles and features, setup of local administrative users, installation of standard Web Server platforms (ISS/Apache, FTP, SMTP), and the install of My SQL or Microsoft SQL server if license is included in services.  Additional support for advanced installation/configuration of additional services or software is part of a custom agreement.
Operating System Patches and Security Updates: Patching will occur monthly, on a regular scheduled day at 3:00am.  All critical and recommended patches available will be automatically applied.  Testing of application compatibility prior to patching is not included.  Client exclusion from a scheduled patch day is available upon request with at least three (3) days notice, but servers must be patched quarterly at a minimum.
Antivirus: Includes setup and installation of Panda Security Cloud Based antivirus, automation of signature updates and quarterly reports. Self managed service is available at customer’s request, for an additional cost.
Operating System Reloads: A rebuild/reinstall of the Operating System on a physical server or virtual VM is available upon customer request.  This includes only the rebuild of the OS.  Data backup prior to a wipe and rebuild, and data restore after a system reload, is not included as part of the OS reload service.
Preferential Hourly Rate: For tasks performed outside the scope of the managed service level, the normal T&M rate will be discounted by 25%.
Database Backup and Restore: Includes the setup and scheduling of local Database backups (SQL, My SQL, etc) and the restoration of databases from local or off-server backups.  Limited to four (4) restores per month.
Performance Tuning: Semiannual review of historical log data to ensure proper utilization of system resources, as well as the review of system event logs for server anomalies.  Upon review, recommendations and remediation will be performed if necessary.
Security Audit: At customer’s request, includes an annual review, based on best practices security standards document as well as a basic vulnerability security scan.  Results will be supplied to customer along with recommendations.  Any changes selected by customer will be quoted separately and require a statement of work (SOW).
*Exchange Managed Services: Add to your Platinum service level for an additional $150/month, service includes the installation and base configuration of a single server instance of Microsoft Exchange and the initial and ongoing user and distribution list creation is included with this service. Base configuration includes; the configuration of accepted domains, configuration of send and receive connectors, generation of CSR, installation of UC Certificate, configuration of services to use the certificate, testing of OWA, outlook anywhere and mail flow, and proper network configuration to allow smtp, https, and other services. More advanced configuration support for items outside of the above list is available at an additional cost.

Click below or call us at 1-800-957-4872 to learn more about our Database Management, Server Virtualization, Server Upgrade Services, Server Migration, and IT Services offerings.